SafeRide Health

Manager

• Directly supervise, coach, and develop a team of Client Escalation Specialists through regular feedback, performance management, and professional development.
• Establish team priorities and manage workload distribution to ensure service levels and response expectations are consistently met.
• Conduct quality reviews, team meetings, and one-on-one coaching sessions to maintain a high standard of escalation management.
• Foster a culture of accountability, urgency, collaboration, and client-focused problem solving.
• Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients.
• Serve as the primary escalation point for complex issues that require advanced troubleshooting or executive-level communication.
• Coordinate cross-functional resolution efforts by engaging the appropriate internal teams and ensuring complete documentation and context are provided.
• Maintain ownership of escalations through final resolution, communicating updates and outcomes to both internal stakeholders and clients.
• Represent the Client Escalation function in client meetings and serve as a trusted resource for health plan partners.
• Develop and maintain expertise in health plan contracts, operational requirements, client-specific procedures, and escalation preferences.
• Stay current on operational workflows across departments to accurately assess root causes and determine appropriate resolution paths.
• Serve as a subject matter expert and resource for the escalation team regarding payer-specific requirements and operational processes.
• Develop, maintain, and enhance standard operating procedures, escalation workflows, training materials, and knowledge resources.
• Optimize the use of escalation management platforms, including Zendesk and related reporting tools.
• Analyze escalation trends, root causes, and performance metrics to identify opportunities for operational improvement.
• Partner with internal stakeholders to address recurring issues and reduce future escalation volume.
• Produce regular reporting on escalation volume, resolution timelines, root causes, and client satisfaction metrics.
• Collaborate with Account Management and Client Relations teams to proactively communicate trends, resolutions, and improvement initiatives.

Client Escalation Manager

Account Manager

• Maintain and grow a prioritized database of care facilities, provider organizations, advocacy groups, and other stakeholders with high transportation need or strategic relevance in key Medicaid and Medicare Advantage markets
• Lead care facility partnership engagement and change management during new program implementations, partnering with the internal Facilities team to support local alignment, smooth onboarding, and adoption of programs, tools, and workflows
• Build and maintain relationships with facility leaders, advocacy groups, and other local stakeholders, representing SafeRide Health in external meetings, market visits, and community events as applicable
• Gather and synthesize standing orders, complaints, stakeholder feedback, competitive intelligence, and product or market listening insights to identify patterns, surface opportunities, and inform cross-functional teams
• Support account management and internal teams as a point of contact for facility market needs across new health plan implementations and existing plans
• Maintain accurate stakeholder records, outreach activity, engagement notes, and strategic relationship intelligence in HubSpot to support cross-functional planning, growth efforts, and RFP opportunities
• Contribute to strategic outreach and socialization efforts with local organizations, advocacy groups, and state or community stakeholders, as appropriate
• Track and report on measurable partnership impact, including program utilization and engagement within markets

Manager, Care Network Partnerships

General Counsel

• Support the development, implementation, and continuous improvement of enterprise compliance programs and infrastructure
• Draft, review, and maintain compliance policies, procedures, and operational controls
• Assist in building scalable compliance and risk management processes across the organization
• Support compliance committee activities, reporting, and follow-up actions
• Lead and support client, government, and internal audit activities, including Medicaid and Medicare Advantage audits
• Coordinate audit responses, documentation collection, issue tracking, and remediation efforts
• Manage external and internal corrective action plans (CAPs) from intake through resolution
• Conduct internal audits, monitoring activities, and compliance risk assessments
• Support encounter, operational, and delegated entity compliance oversight initiatives
• Provide practical legal and regulatory guidance related to healthcare compliance, Medicaid, Medicare Advantage, HIPAA, and related healthcare regulations
• Conduct regulatory research and interpret federal and state requirements for operational stakeholders
• Advise internal teams on compliance risks and mitigation strategies
• Support implementation of regulatory and contractual requirements across business operations
• Support privacy compliance initiatives and advise on HIPAA-related matters
• Assist with investigations, issue resolution, and documentation related to compliance concerns
• Partner with internal stakeholders and outside counsel on litigation support and regulatory matters, as needed
• Collaborate with Operations, Security, Product, HR, and Client Success teams to embed compliance into day-to-day operations
• Foster a proactive culture of compliance, accountability, and ethical decision-making.

Compliance Counsel

Full-stack Engineer

• Deliver new features and build new applications for the SafeRide platform
• Contribute high-quality, maintainable code utilizing best practices including RESTful API patterns, SOLID principles, and event-driven architectures
• Collaborate directly with Engineering, Product, and QA teams in an agile development environment
• Design, build, and maintain scalable production web services and APIs
• Support cloud-native application development and infrastructure within AWS environments
• Help improve system reliability, security, performance, and scalability across applications and services
• Participate in code reviews, testing, debugging, and continuous improvement initiatives
• Innovate within a complex, regulated healthcare environment while maintaining security and compliance standards

Senior Full Stack Engineer

Operations

• Build and optimize the end-to-end driver funnel, including sourcing, signup, credentialing, activation, and retention
• Identify and activate high-value driver channels such as Uber/Lyft drivers, existing NEMT drivers, and local recruits
• Design and execute recruiting experiments across events, outreach, referrals, and incentive structures
• Translate driver objections, drop-off points, and churn insights into improvements across onboarding, communications, and support
• Develop market-specific playbooks for low-density environments focused on trust, earnings predictability, and route quality
• Evaluate and prioritize markets, neighborhoods, and driver segments for launch and scale
• Build and refine operating playbooks across onboarding, credentialing, training, dispatch, ride execution, and payouts
• Partner with Credentialing, Legal, and Compliance to ensure regulatory adherence and audit readiness across markets
• Collaborate with Product and Strategy to improve systems including Salesforce workflows, routing logic, and driver experience
• Help shape pricing, route design, acceptance rules, and support flows to meet reliability and unit economics goals
• Develop scalable SOPs to transition IDN from pilot to broader rollout
• Identify operational gaps early and implement solutions before they scale
• Spend time in-market to understand driver behavior, local dynamics, and route feasibility
• Build relationships with drivers and community partners while influencing without direct authority
• Bring field insights into strategic decisions on recruiting, onboarding, routing, and retention
• Operate effectively in ambiguity, balancing speed with sound judgment in a regulated healthcare environment
• Contribute to IDN organizational design, hiring, and workflow development as the network grows
• Own key marketplace metrics including funnel conversion, driver activation, ride completion, retention, and member experience
• Use data and field insights to improve supply efficiency, route quality, and driver satisfaction
• Rapidly test hypotheses, run experiments, and codify learnings into repeatable playbooks
• Stay current on marketplace and contractor network best practices to improve performance and scalability

Senior Manager, IDN Growth – Marketplace Operations

Compliance

• Support client and government audits, including documentation gathering, coordination, and follow-through
• Assist with RFP responses for managed care organizations and government agencies
• Develop, maintain, and update compliance policies and procedures
• Conduct regulatory research and translate requirements into operational guidance
• Support compliance education and training initiatives across teams
• Manage and track external and internal corrective action plans (CAPs)
• Perform internal audits and risk assessments to identify compliance gaps
• Support reporting and encounter compliance oversight activities
• Coordinate employee screening and compliance-related onboarding requirements
• Provide compliance support for operational implementations and new market launches
• Assist with compliance committee preparation, documentation, and follow-ups
• Contribute to system and process improvements tied to compliance initiatives.

Client Escalation Manager

Manager, Care Network Partnerships

Compliance Counsel

Senior Full Stack Engineer

Senior Manager, IDN Growth – Marketplace Operations

Compliance Analyst II